Head of Digital business & CRM (H/F)

Headquartered in Paris, Devialet is on a mission to elevate sound to its rightful place in people's life, innovating across acoustics and purposeful design. Our expansion began with ADH®, a revolutionary patented invention that would forever change high-end amplifiers. This hybrid technology seamlessly blends digital and analog to produce sound quality unlike anything previously experienced. 

At Devialet, each day is more electric than the last. That’s what it means to be part of an incredible adventure with highly skilled, highly engaged, creative talents. Our engineers, designers, sales, marketing, manufacturing and operations teams are obsessively dedicated to inventing tomorrow so we can carry on delivering incomparable emotion to as many people as possible. 

We are looking for talented women and men who want to support our projects and values. The revolution of high end audio can be yours as well. 

Ready to join us ? 

MISSIONS

The Head of Digital business & CRM will play a pivotal role in shaping and implementing the company's online sales and customer retention strategies. This individual will oversee the full spectrum of digital business activities, managing both direct ecommerce channels and indirect channels through partnerships with e-retailers and pure-play third-party platforms.
The role responsibilities will include platforms management, optimization and data analytics, while also managing customer relationship management (CRM) systems and processes. The ideal candidate will have a proven track record in driving revenue growth through strategic leadership, customer-centric approaches, and cross-functional collaboration.

Digital business Strategy & Operations

• Develop and implement a leading strategy to meet sales and profit targets. 

• Develop and lead a comprehensive Digital business strategy encompassing both direct (brand-owned ecommerce platforms) and indirect channels (third-party e-retailers and pure-play platforms).

• Oversee day-to-day operations, ensuring optimal performance and a seamless, high-quality customer journey across all digital channels.

• Manage budgets, set forecasts, and track KPIs to ensure alignment with business growth targets.

• Work closely with the marketing, communications and social media teams to ensure consistent messaging.

Direct Ecommerce Channel Management

• Full responsibility of the ecommerce journey, managing a cross-functional team to execute your strategy. 

• Constantly look to improve site performance, identifying innovative tech solutions to reduce barriers to sale. Work closely with third parties to manage end to end projects that enhance the user experience.

• Optimize the brand-owned ecommerce site to drive traffic, conversion rates, and customer satisfaction.

• Implement and oversee strategies for user experience enhancement, site performance, and conversion optimization.

• Manage and plan the merchandising of products. This includes monitoring inventory levels and highlighting replenishment and growth opportunities.

• Work with the operations team to optimise omnichannel services, including click and collect, returns to store and in-store ordering. Report on these services, identifying areas for improvement.

• Partner with marketing and IT teams to drive site updates, content management, and new feature rollouts.

Indirect Channel Leadership

• Build and manage relationships with e-retail partners and pure-play platforms, driving collaborative sales strategies and joint marketing initiatives in close collaboration with regions & markets

• Ensure consistent brand messaging, pricing, and promotions across all indirect channels.

CRM Strategy & Execution

• Lead the development and execution of the CRM program focused on customer lifecycle management, retention, and loyalty.

• Utilize data-driven approaches to segment customers, design targeted campaigns, and foster long-term customer relationships.

• Collaborate with the marketing team to design and implement personalized experiences and customer communication strategies.

Cross-Functional Collaboration

• Coordinate closely with internal teams, including Marketing, Sales, IT, and Operations, to align Digital business and CRM strategies with broader company objectives.

• Lead, mentor, and develop a team of professionals, fostering a collaborative and high-performance culture.

Data Analysis & Continuous Improvement

• Monitor, analyse and report on KPIs to communicate progress to the management.

• Set and track channel KPIs in line with the overall business goals. Develop channel budgets ensuring sales, costs and profit remain on track. 

• Monitor performance metrics for both direct and indirect channels, leveraging data analytics to inform and adjust strategies.

• Implement A/B testing, user behavior analysis, and optimization techniques to continuously improve performance and customer experience.

• Stay updated with industry trends, competitor analysis, and technological advancements to maintain a competitive edge.

Technical Oversight

• Ensure the integration and efficient functioning of ecommerce and CRM systems in partnership with IT and external vendors.

• Troubleshoot system issues and oversee the adoption of new technologies and best practices.

Team Leadership

Foster a culture of innovation, collaboration, and excellence within the team.

PROFIL

• Strong understanding of e-commerce trends, marketplace dynamics, and consumer behavior.

• Proven experience in managing online business for a luxury brand, with a focus on optimising presence and driving sales.

• Demonstrated success in P&L management and achieving financial targets.

• Analytical mindset with the ability to translate data into actionable insights.

• Excellent leadership and team management capabilities.